Job description for Support Manager at PT. Reka Sinergi Pratama
Position Overview
We are looking for a Support Manager to lead the customer support team and ensure excellent service delivery. This role is responsible for team performance, customer satisfaction, and continuous improvement of support operations.
Key Responsibilities
• Lead, coach, and develop the Customer Support team.
• Monitor daily support activities and ensure SLA targets are met.
• Handle customer escalations and resolve complex issues.
• Track support performance and prepare regular reports.
• Improve support processes, SOPs, and knowledge base content.
• Work closely with Product, Engineering, and Operations teams.
• Ensure a high level of customer satisfaction and service quality.
Requirements
• Bachelor's degree in any related field.
• Minimum 3-5 years of experience in Customer Support, Customer Service, or Technical Support.
• Minimum 2 years of experience leading a team.
• Experience using ticketing systems such as Zendesk, Freshdesk, or Jira.
• Strong communication, leadership, and problem-solving skills.
• Ability to analyze support data and performance metrics.
• Good command of English, both written and spoken.
Preferred Qualifications
• Experience in a technology, SaaS, travel-tech, or e-commerce company.
• Knowledge of SLA management and customer service best practices.
• ITIL or customer service certification is an advantage.
